Senior Business Escalation Analyst

Overview

What You'll Do :

In this role, you will focus on detecting, scoping, troubleshooting, and getting critical and large-scale incidents resolved on a day-to-day basis. You will drive initiatives to prevent issue reoccurrences and improve the company’s ability to detect and resolve critical issues swiftly.

With team members in Paris, New York, and Tokyo, the team is the global point of contact for critical business incidents management. Business Escalation orchestrates global investigations and response plans partnering with several stakeholders from R&D, Product, Client Solutions, and Legal teams. The team leverages analytical and business insights to efficiently scope issues, qualify impacts, identify required resources, and drive action plans.

Upon resolution, the team uses insights from past issues to identify weaknesses in our infrastructure, monitoring, processes, and organization, and drives impactful initiatives to limit Criteo’s exposure to both internal and external risks. Your tasks will include but are not limited to :

• Identify critical issues with a material revenue or reputation impact for Criteo :
• Analyze suspicious business trends and deep dive on metrics to qualify and scope issues through the manipulation of large data sets
• Partner with Client Solutions, Product, and R&D teams across the organization, to ensure fast escalation and correct qualification of critical issues using dedicated escalation processes
• Manage critical issues through cross-functional team coordination and facilitate communication :
• Leverage business and analytical insights during investigations to qualify issues, determine impacted scopes and timelines, and quantify business impacts.
• Drive, challenge, and support several teams towards an appropriate resolution.
• Write and send out clear, real-time communications to Client Solutions teams on ongoing and resolved incidents.
• Partner with other team members to ensure a 24 / 7 & global coverage while follow-ups on issue investigations during the EMEA time zone.
• Prevent issue reoccurrence, and improve the team’s efficiency when facing incidents :
• Drive issue post mortems, and leverage learning from past issues to propose, create and / or adapt internal processes and tools in order to further protect Criteo revenue and reputation.
• Document and automate internal processes and recurrent tasks, in order to increase the team’s efficiency when managing issues.

Who You Are

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